1 Message
Trying to cancel, but can't schedule callback
I'm in process of moving out of state that doesn't carry xfinity and have been unable to cancel my internet service. I've tried on 2 different computers and my cell phone to get to the scheduled call back to cancel, since cancelling can't be done online, and every time an "error" comes up. I've tried over 10 times and never been able to even get to the screen to schedule a time, almost like the website is falsely stating can do so in hopes people are frustrated enough to stop trying and keep paying. Moving is stressful enough and barely have time to get everything done, so stopping into a store is one of the last things I, or any person, want to do to merely cancel an internet service.
I tried to read through other's posts trying to deactivate and it just says to DM but there is no DM available. Or phone numbers. This process and service have been the most frustrating I've dealt with. If anyone has a direct line or how to get cancelled online, please send my way.
XfinityAmandaB
Official Employee
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2.1K Messages
1 year ago
@user_fdh7zs Thank you so much for your post for help with disconnecting your services I am sorry to hear you are having an issue with requesting a callback. A disconnect is a change that does need to be done with a live agent as there are disclosures most of the time regarding that last bill and equipment. The DM option should not be used unless a Comcast verified employee requests you to reach out in private to provide more assistance. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we can help get a disconnect set up for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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CC_Tony
Retired Employee
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1.4K Messages
1 year ago
@user_fdh7zs Thank you for meeting us in the Direct Messages. I am glad we were able to get this done for you. Thank you so much for your time today and your time as a customer. Hopefully, we will be able to serve as your provider in the future. Take care!
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